My role in the Company includes the process of providing support to the customers in terms of application usage, error handling and managing the application in an effective manner.My profile includes –• Working with the R&D team to fix issues reported by customers.• product implementation, testing and troubleshooting on windows server 2008 VM (Virtual Machine), customer communication using ITSM (ITIL) (IT service management), handling and solving various other issues, create user profile on Citrix (for SaaS customers) and assigning rights based on groups.• Perform maintenance on server for SaaS customers, and client’s desktop/laptops. Problem/Change/Enhancement Request handling on urgency basis and reporting them to the Development Team. • Working on XML configuration of code and checking integration of applications with ERP systems (like SAP, CODA, etc.) as per requirement as well as managing and maintaining live database systems (Oracle/SQL Server).